Head of Offshore Operations (AU Hours)

hammerjack Pty Ltd; Makati; Hybrid; PHP 2,400,000 - 4,200,000; Full time

Benefits offered by this job

Hybrid options

Modern offices

Barista coffee

Weekly meals

Health coverage

Transparent salary

Career growth

Award-winning workplace

Global exposure

Job summary

hammerjack in the Philippines is seeking a Head of Operations - Offshore for an AU facility services client. You will lead day-to-day operations and grow a Philippines-based offshore team, aligned with Australian business hours.

You will manage cross-functional services including finance, customer service, IT help desk, and administration, ensuring quality, compliance, and continuous improvement while liaising with Australian stakeholders.

Qualifications

• Bachelor’s degree in Business, Operations, Management, or a related field.
• 5‑10+ years of experience in operations, service delivery, shared services, or a comparable leadership environment.
• Proven experience managing teams, operational KPIs, SLAs, productivity, quality, and performance improvement.
• Experience leading mixed support functions, including finance/accounts payable, customer service, IT help desk, and administration.
• At least 3 years of experience supporting an Australian client base in a shared-services, BPO, or offshore operations setting.
• Working knowledge of Australian business hours, public holidays, service expectations, and communication and escalation practices.
• Working knowledge of Philippine labour law and statutory compliance, including DOLE requirements, 13th-month pay, and night-differential pay.
• Experience in BPO, facilities management, or service-based industries is highly desirable.
• Experience managing an Employer of Record or satellite-office vendor relationships and staff attrition in a BPO environment.
• Strong workforce-planning, stakeholder-management, analytical, problem-solving, and process-improvement capabilities.
• Excellent written and verbal English communication skills.
• Hands-on, adaptable leadership style for a growing team.

Responsibilities

• Lead Daily Operations: Oversee service delivery across finance, customer service, IT help desk, and admin.
• Build the Offshore Capability: Establish and develop the Philippines team, onboarding and knowledge transfer.
• Set the Performance Rhythm: Establish operating cadences, reporting, and KPI visibility.
• Plan the Workforce: Manage scheduling, rosters, and coverage aligned with Australian hours.
• Partner with Australia: Coordinate with Australian operations and support teams on priorities.
• Scale New Functions: Stand up bid support, expanded help desk, project coordination, and shared services.
• Resolve and Improve: Manage issues, escalations, and service recovery with data-driven improvements.
• Strengthen Process and Quality: Maintain SOPs, workflows, compliance, risk-management.
• Develop People: Coach, onboarding, interviews, attrition management, culture building.
• Ensure Local Compliance: DOLE, SSS, PhilHealth, Pag-IBIG, 13th-month pay, night-differential pay.
• Own Office Readiness: Facility, IT, security, continuity, power, connectivity readiness.
• Manage External Partners: Vendor relationship management and SLAs.
• Report to Management: Operational reporting and recommendations while safeguarding offshore data.

Skills

Operations leadership

KPIs & SLAs

Team development

Australian client support

Workforce planning

Stakeholder management

Compliance knowledge

Process improvement

English communication

Change management

Education

Bachelor’s degree in Business/Operations/Management

Job description

hammerjack in the Philippines is seeking a Head of Operations - Offshore for an AU facility services client. You will lead day-to-day operations and grow a Philippines-based offshore team, aligned with Australian business hours.

You will manage cross-functional services including finance, customer service, IT help desk, and administration, ensuring quality, compliance, and continuous improvement while liaising with Australian stakeholders.